Webinar: Communications Product Demo

We are live.

Hi, everyone.

Welcome.

Welcome in.

Welcome to Benefit

Communications Made Easy with TPA Stream.

We’ll go ahead and let folks

join a second.

Let me go ahead and get the

screen pulled up here.

As everybody’s getting settled in,

we’ll just cover one or two

housekeeping items.

If you’ve made it this far,

you’re here to talk about

TPA Stream Communications,

which is our newest product

as part of the TPA Stream

platform for benefit

administrators and also for

brokers for sending

communications to employers and members.

a few housekeeping items, as I mentioned.

Feel free to ask questions

in the question box so Eric

and I can answer those.

And if you’re new here,

we’re really glad that you’re here.

I’m Amanda Mitas.

I’m the marketing director

and I help Eric with some

of the product experience

things in terms of

um our guides and how folks

are interacting with our

platform um and I am going

to be your host today I’ll

take you through a brief

demo after we talk through

a couple slides but before

we get to that eric why

don’t you go ahead and

introduce yourself for the

team sure hey I’m eric

sukulak I’m one of the

co-founders and I’m the

chief product officer here

at tpa stream I’m really

excited to talk

communications today and uh

get some feedback to help us move forward

Absolutely.

So if you’re new to TPA Stream,

I just want to take you

guys through a quick lay of the land.

We’re not going to spend a

lot of time talking about

our other capabilities

because we know that you’re

here to talk about communications.

TPA Stream started with our

claims harvesting product,

which collects EOBs from

participants and makes them

available in our portal for

administration.

We connect with a lot of the

leading benefit administration platforms.

to automatically connect

those claims to those transactions.

The other key product that

we offer is consolidated

invoicing as part of our platform.

After we launched claims harvesting,

we got a lot of market

feedback that there was a

huge need for people to

generate invoices

automatically based on that

enrollment data that is in

one of the connected

benefit administration platforms.

And then excitingly,

this year we launched

communications as kind of

our third product around

the TPA and broker needs.

The communications product

allows you to send really

easy to create emails to

any variety of segments for

employers and also for members.

We just launched this member feature

And so we’re really excited

to spend some time digging

into that today.

What’s super cool about communications,

and in fact is true for all

of our solutions and our

platform generally,

is because we have that

connection to the Ben admin platforms,

the information is accurate.

You’re able to create these

dynamically updating

segments and ensure that

the communications are

going to the people that

you intend for it to go to.

And then in addition to

these front facing

solutions that I just spoke about,

what kind of underlays all

of this is the integration platform,

which connects us to those

Ben admin platforms,

as well as the ability to

consume files from other

platforms as well.

We also offer a suite of

developer tools because we

know that developers need claims,

for example.

And so we offer those

developer tools in a way

that is accessible for them

to create experiences around benefits.

And then we also have a migration toolkit.

A lot of our customers are

moving or adding on

different benefit

administration platforms.

So we built a migration

toolkit as part of our platform.

So then that way it makes it

a little bit easier for our

customers and clients to

move from one platform to the other.

Eric, would you add anything to that?

No, I think you covered it all.

Okay, great.

And again, I, you know,

Just indulge me a minute for

pretty much reading the slide.

But the kind of what

connects all of this is

that we’re all about

automating your manual processes.

We know that as

administrators and as brokers,

things can be manual in the

world of benefits.

And we’re really focused on

delivering solutions that

leverage that data that’s

at the core of the platform

to deliver that distinctive

client experience for you

and for your clients.

so communications let’s dive

in so we know that

communications is important

but the ongoing challenge

for tpas is making sure

that we can do this in a

way that is relevant and

also easy um so we took a

step back and took took a

look at what are the core

needs for sending these

communications one is the

ability to segment and then

the second is to create easy to use

easy to use templates for folks.

So why don’t we go ahead and

show you how it works overall.

Again,

we have a really strong connection

to these Ben admin platforms.

We also have a lot of

invoicing and accounting

data if you use our

consolidated invoicing

platform or have a

connection to any of our

supported accounting platforms.

And then we also have the

easy enrollment data

through our claims harvesting product.

Using these data points,

we’re able to create very

dynamic segments of your

existing members and also

of your existing employers,

which I’ll show you in a moment.

Then pair that with the

editor and you’re ready to go.

Eric,

do you have anything to add here

before we kind of jump into

the demo part?

No, the demo is the exciting part.

I know.

So you’re saying just hurry up,

hurry up already?

Yeah, get there.

Let me go ahead and switch screens here.

Erica,

can you talk a little bit about the

integrations while I kind

of switch screens over?

Because I think I want to

make sure that the folks

attending have a better

idea of kind of why that’s

important for communications.

Sure thing.

Yeah.

So, you know,

one of the great things as we

work with TPAs and brokers

and all sorts of people is

the integration engine that

we have where we’re able to, you know,

extract data from all these

different benefits

administration systems.

So whether that’s, you know,

an Allegis or a WexHealth,

or some other system, along with, you know,

even the enrollment

platforms where we can

consume all that data about, you know,

participants,

what sorts of plans they’re enrolled in,

you know, election amounts,

how employers are set up

with collections of plans

where you might want to

target a segment of, you

your FSA, HSA plans versus your HRAs.

So all of that is kind of

baked into the TPA stream experience.

So, you know,

when you start working with us,

we’re pulling that in, you know,

before we even get started

on this communication stuff

so that all the tooling

that Amanda’s about to show

off works really,

really well and seamlessly.

Thanks, Eric.

Appreciate it.

Okay,

so I’m showing you the communications

dashboard right now.

You can see on the left-hand

column here that we have

other tools that are available.

We talked a little bit about

consolidated invoicing.

We talked a little bit about claims.

But for the purposes of this demo,

let’s hop into the

communications product.

So on our dashboard,

you can see that we have

some quick actions at the top.

You can view your recent

campaigns below and then

provide feedback.

you know,

on your communications experience.

But again,

there are two aspects to setting this up.

One is the template that

you’re using and then

marrying that to the

segment that you’re sending it to.

The segments pull in a

variety of conditions from

your connected admin

platforms that Eric talked about.

So let’s jump into creating

that template and then

we’ll follow up with the segments.

So go ahead and click create a template.

And here you can see a

variety of templates that

already exist in my account.

To view a new template,

I can either click a new

template up here or I can

view any of these templates

that I’ve created in the past.

So let’s go ahead and select

one that I’m working on right now.

And I’m going to show you

how easy it is to edit these templates.

So for the sake of this demo,

I’m showing you how to send

an email to HRA members,

folks that have elected an HRA benefit.

So here you can see we’re

able to include a variety

of different content elements.

One is images, text, headers,

and you can even create a

custom HTML email directly

in the builder.

So we’ll work with you in

establishing your overall

email brand to ensure that

this is aligned to your

company’s brand standards.

This example here is a TPA

called Sunny Benefits that

we use in a lot of our demos.

So here you can see that I have a header.

I’m able to quickly edit

this to any other size.

I’m able to change the color.

I’m able to change the font family.

We can make this as

customized as you’d like.

The next thing that I’d like

to point out is merge tags.

So we know that relevancy is

key when it comes to communications.

You want to ensure that that

participant or that member in this case

is is mentioned in the email

that we’re using you know

sort of their name their

employer name all of these

um good things that make it

highly relevant for them

and that’s really where our

product can can start to

stand out um relevant to

the other types of

communication platforms um

out there because we’re

able to provide that

segmentation and also that

personalization

So here I’m going to show

you how to add an element here.

I’m going to add a button.

So I’ll go ahead and click

on this content block.

I’ll select add content.

And then I’m going to go

ahead and drag a button here.

So then our member can view

their benefits plan.

Here you can change the

action similar to other email builders.

You can update the URL.

You can change the target.

And any of these URLs can

include tracking information as well.

And then below,

I’m going to show you how

to add an image.

Because while this is a

pretty simple example,

you’re able to make these pretty dynamic.

And we’ll work with you to

help lend a helping hand

when it comes to building

some of these out.

So I’ll go ahead and select an image.

And I think that this might

have loaded in another window.

But for the sake of this,

I’m just selecting that for my files.

And you’ll see that it uploads here.

And then at the bottom,

we’ll have all of your information.

So we’ll go ahead and just

confirm that all of this

looks pretty good.

And again, this is pretty simple,

but we’ll use this for the

sake of the demo.

It was successfully saved.

So why don’t we go ahead and

go back to create our segment.

Eric,

did you have anything else to add on

the templates aspect of things?

The only thing I’d say is on

our merge tags,

this is an area that we’re

quickly iterating on to add

a lot more content there.

So those are things that

we’d love to hear from everyone on, hey,

what kind of data do you

want to be available to

send out to your employers

or employee contacts?

We have such a rich data set

through the integrations

that I mentioned earlier.

You know,

so it’s just how do we want to

organize it and make it

available for everyone?

So that’s all just always

willing to you’re excited to hear about,

you know,

what people would want to hear there.

Oh,

that’s a great addition because some of

the things that we’ve

talked about before is like first name,

last name, that stuff is pretty basic,

but we can get even more

advanced in terms of what

data is available in that data set.

Like for example, balance, right?

Couldn’t we put that in the email?

Couldn’t we put like plan

type in the email?

There’s a lot of things in

there that we can make even

more specific.

So folks have the

information that they need

directly in the note itself.

Mm-hmm.

So that’s pretty cool.

Thank you.

All right.

So let’s pop over to segments.

So this is really where I think, you know,

we’re able to provide a lot

of value for TPAs and also for brokers.

Because when it comes to the segments,

that’s really where we kind

of dig into your database,

the data that’s available in TPA stream,

and ensure that you’re able

to send this out to anyone

that you’d like.

So let’s go ahead and pull this up here.

So to create a new segment,

you just click new segment and name it.

So let’s call this A plus demo.

And we’re going to send this

one to HRA members.

And go ahead and select a segment type.

And again, like we’ve talked about,

we can send these to

employer type contacts or

also member contacts.

And then we’ll go ahead and

select conditions.

You can see here we have

logical conditions.

We have member conditions

that are built out.

We have account conditions

and employer conditions

based on what is selected.

So we’ll go ahead and select

member enrolled in account

because we want those that

are enrolled in this HRA.

We’ll select true.

And then you can go ahead

and preview your segment too.

So this is me.

I’m a member in this one and

you can see here my employer,

my email address,

my logins and everything like that.

So this email will go to me.

So I have that segment built out,

which is great.

And then we can go ahead and

go to campaigns and kind of

link the two together.

So in the campaign function,

we’re taking what we just

built in the segments,

what we just built in the

templates and hooking them up.

So why don’t we call this

like HRA welcome.

And we’ll put this A plus on

here because I tell you what,

when I get in here,

I need to make sure that I

can find these quickly.

So you can select your template.

This is the one that we were

working on right here.

And we’ll call the subject

line like welcome to your

new benefits plan.

and you can search your segments.

So right here is the segment

that I just created.

And what’s cool about this

is you can send it to all your segments,

a variety of segments.

So let’s say you want to

send an email to all

members that you are

currently administrating.

You can create a variety of

different segments for all

of those members,

or you can just select

which segments you’d like to send.

And then we have further segmentation,

depending on the type of

email recipient you’d like it to go to.

If you’re working with employer contacts,

we want to make sure that

you have that level of

segmentation that you need

for the types of contacts

that it’s going to.

And then go ahead and send now.

All right, sending.

It’s got to go through space.

It’s pretty quick.

So let’s go ahead and open up the email.

We’ll wait for that to load.

While we’re waiting,

I see there’s a question in

the chat about,

can all employee level

fields be used like reimbursement method?

And that’s a great question.

That was one of the earliest

use cases we heard

Great,

another follow-up question there

about HSA employees not

enrolled in e-statements.

Yes,

so this is a case where we need to get

pretty specific on those segments,

but that’s not a problem for us.

We just need to hear these

use cases and then we can

make all of those different

segments available in that

segment builder.

So going back to the first

question about reimbursement method,

that’s one of the first

ones that we heard where, hey,

we want to target our

members that are still

using checks for

reimbursement because it

costs a ton to mail out checks.

So if we can put targeted

communications together explaining, hey,

here’s how you go in there,

here’s how you set up your

direct deposit.

That’s a great example that

can benefit both you and

the member in terms of they

get their money faster and

it’s a simpler experience

in terms of having to pay

for all those checks to be mailed.

So yes, we’d love to hear more.

There you go, another good one.

Employees that registered

for online accounts.

I’ll have to take that one

aside and just make sure

that we can pull that data,

but I believe that that is

available through our integrations.

Yeah, these are great questions.

I love the ideas because I

think on the website or somewhere, Eric,

we need,

I got to create like a running

list of all these ideas of, you know,

what type of segmentation

we can do because really

it’s only limited by the

amount of information that

is in your admin system, which is, I mean,

the ability to segment this,

no one else can do it.

So it’s really cool.

All right.

Thank you for doing that

while this was coming through.

This shows you how the email

would render here.

I don’t have a first and

last name set up in my demo account,

but you can see here,

we have the nice image at the top.

Here’s that image that we loaded.

Here’s the link that we loaded,

and it’s ready to go.

I hope that that template

preview is helpful.

The other thing, too,

that I neglected to show

you guys when you’re

building it out that is

really awesome is you’re

able to actually preview

these as you’re building them.

So let me just quickly show that as well.

So here’s that preview that

we were working on.

And I’m going to go ahead

and click preview here.

You can view it on your desktop.

You can view it on your mobile device.

You can view it on a tablet.

So you can see exactly how

this would render for your

members across a variety of

different platforms,

which is pretty cool.

One other item I just want

to bring up here is that

there isn’t a whole nice

looking front end to describe it.

But when you work with us to

do communications,

one of the exciting things

that we do is we actually

integrate directly with

your own email domain.

So the emails are coming

directly from you.

They’re not coming from TPA Stream.

We go through and jump

through all the hoops to do

the domain signing keys and

all that so that the

participants get an email

coming from you.

Follow-up question that I’m

now seeing about the

opt-out on email communications.

That’s a great question.

And what our plans are for

that in the very near term

is we’re going to allow the

individuals to opt out.

But what we’re going to

first do is in the campaign

where you saw Amanda

putting together the

template and the segment,

We want you to be able to

categorize the email to say, you know,

this is a marketing email

versus this is a

transactional email related to, you know,

this person’s benefit.

Right.

Where we want to draw a

distinction and we may

throw in another category

or two so that when someone

does an unsubscribe or an opt out,

they’re not losing out on

the emails that are

actually key to your

administration of their benefits.

But if they want to opt out

of the marketing side,

they’re welcome to do so.

As a marketer, I’m personally offended,

but we’ll let it pass.

So the sender email will appear.

no the sender email will

actually appear from your

domain and if you’re using

communications you can

actually leverage that same

framework for tpa stream

invoicing so the invoicing

uh the the invoice emails

that come out will actually

then come from your domain

and not from kind of our no

reply with a reply to there um

Another question here about

is the data pulling

directly from the Ben

admins or from the invoicing platform?

That’s an implementation

detail that we’ll work with

each client on in particular,

where I think Amanda showed

earlier we had, oh,

do you want to do the

billing contact or the ship

to contact or a physical address?

And as we go in and load the

employer contacts,

either from your existing

consolidated invoicing setup or from,

you know, WCA or Wex Health, you know,

okay,

which contacts do you want to land

in which contact categories?

And that may be, you know,

a big one-time load of, hey,

we want to go through and

scrub this data before it gets in there.

Or we can set that up as

part of an ongoing integration.

Great questions, everyone.

Yeah.

This is fun when we get a

lot of really interesting

questions and ideas for how

this can be used.

I hopped back into message

templates because I wanted

to show you this preview functionality.

While we’re here,

the other cool thing that

you guys benefit from when

you work with us for

communications is our template library.

We know that not everybody

has a marketing resource.

TPAs often don’t if you’re a small TPA.

you don’t have a marketing resource.

And if you’re a large TPA,

you’re probably at a large

organization that has a lot

of shared resources,

but they’re hard to get.

So one of the things that we

have done is we’ve built

out a series of templates

in a template library

around key touchpoints.

So for example, on employers,

We have a series,

if you use our consolidated

invoicing platform,

we have a series that you

can actually send these

invoice overdue notices so

folks can remit payment.

I’ll show you that a second.

That’s just one of the examples here,

but you can see

this is built out in your

branding and folks can pay that invoice.

The other piece is legislative updates.

So for employers as well,

one of the cool things that

you can do as sort of a

value add for them is

provide very easy to send,

very easy to manage updates

when it comes to, in this example,

HSA limits.

We’re working with some

attorneys in the space to

provide those legislative

updates so you’re getting

that sort of authority as

part of this package for free,

which is pretty cool.

The other thing too that we

can do for employers are

things like non-discrimination testing or

prescription drug coverage

verification that you’re

offering those benefits.

So this is just an example

of a requisite

nondiscrimination testing

notice to provide that for

your employers that would like it.

The other thing that has

come up a lot is renewals.

We know that renewals are a

pain to manage with employers.

So we’re offering a renewal series.

So you’re able to take those,

customize them from here in

terms of your overall

process and get those out to employers.

As part of onboarding,

this is a really big part

of how communications can be used.

So we’ll work with you in

terms of making sure that

those renewal series are

customized to you as well.

And then when it comes to members,

a couple of really cool

things that we can do is a

wellness quarterly.

So this could go to all of your members.

It could say the employer

name on it through those

merge tags that we talked about.

and talk about wellness and

ways that folks can use

their benefits in new ways

or just generally live a

healthier lifestyle.

Then another example is HSA Savers here.

Eric,

feel free to chime in if you have

anything to add here,

but this could be a really

cool way for TPAs and

brokers to focus on ways in

which people are using

their benefits package

based on their overall

balance and contributions to

further segment the types of

communications that they’re receiving.

So if they’re saving a lot, you know,

perhaps there’s some

messaging that could be used.

Hey,

did you know that you can use your

benefits in this way before your end?

Or, you know,

sort of tracking their

percentage savings and

things of that nature that

speaks to them in a relevant way.

Eric,

did you have anything to add on this

part?

Because I think this is pretty cool.

Yeah,

I think the ability to kind of

develop some personas

around how people are using

their benefits to then

target communications at

them around things like, hey,

it’s November and you’ve

had no transactions against

your FSA for the year.

Remember that you have it

and that you need to use these funds.

Yeah.

Or even just for folks that

are getting transactions

throughout the year regularly, hey,

great work, keep it up.

You’re doing great on

utilizing the benefits that

are provided to you.

So I think there’s a lot of

really great engagement

that you can get with your

employers and their

employees by doing this stuff.

Absolutely.

And then the one other thing

that I’ll quickly show is

an example of an HTML email.

So one of the things that

we’re doing on our end is

continuing to update the

types of content blocks

that are available here so

you can further customize.

But you can also import an

HTML email that’s made by

you or a designer or maybe

a partner into this so

you’re able to send those

emails directly out without

having to edit it yourself.

So I just wanted to highlight that.

So we talked a little bit

about the templates.

We talked a lot about the segments.

We sent a campaign.

We saw that kind of come

through on our end.

But I just wanted to

understand from the

question box if there’s

anything else that we need

to cover as part of the demo.

Does anyone have anything

that they want to dive in a

little bit deeper and see?

In the meantime,

we’ll kind of walk through

a couple of these

outstanding questions as well.

One of the questions here is,

do we have plans to enhance

the template design features?

Yes, absolutely.

We just added another one of

those modules that you saw.

So we will continue to enhance that.

And again,

we have the ability for you guys

to customize and would love

to hear if we need more attached,

I’m sorry, more customization.

Eric,

do you have any of these other

questions that we want to address?

The enrollee reports on the

renewal emails.

That is a big question.

And we’d love to talk about

that because depending on

how your renewal process goes,

we may be looking into

building some additional

functionality around that

to potentially expose some

of that renewal process

within the portal.

It’s not just email-based.

Again,

we’re looking into additional merge

tags and that kind of functionality.

Something like an enrolled

list is within the realm of possibility,

but we think we might be

able to do a little bit better.

It would definitely like to

follow up with you on that

to see if we’re in

alignment on where this could go.

And then, yeah,

with the next question here

about bad or failed emails

and what employer.

Yes.

Because we’re sending kind

of through your domain now,

we can sort of narrow down

on the email bounce reports

to be able to reflect that

in a better export for you in terms of,

hey,

these emails just aren’t ever going

to work.

So then hopefully that means

you can get the data

cleaned up in the system of record.

Yeah, that’s awesome.

Mm-hmm.

Well, great.

If you guys have further questions,

please feel free to reach

out to sales at

tpastream.com so we can go

ahead and get those answered.

We’d love to talk to you more.

If you’re interested in

learning a little bit more

about communications and

you’re an existing customer,

you can go ahead and reach

out to your account manager

and get those questions

answered and get yourself a

custom demo done.

We’re working with a couple

of clients right now on the

renewals process,

which is really exciting.

So we were able to create

emails that are sent out for

those renewals,

sending them to a renewals package.

So we’re able to really

streamline that renewal process,

and we’re seeing that at mid-year.

And we’re really excited

about the opportunities

that we have at end of the

year to save you guys a ton of time.

We’ve heard from the market

that we’re replacing part

of people’s

responsibilities and freeing

them up to work on other stuff,

which is pretty cool,

just through the automation

of this renewal process.

So with that, I think we’re at our time.

We wanted to make sure that

this was scheduled for 30 minutes.

So really appreciate everybody joining.

And again,

if you have further questions after this,

we’d love to hear from you.

Thanks, everyone.

Thank you.